Frequently Asked Questions

Most queries are often already answered in our FAQ

Impact of COVID-19

Due to COVID-19, the team are taking extra precautions to make sure that our products are shipped and monitored through proper channels.

With that said, we are experiencing very slight increases in delivery times and higher freight costs. But don't worry, we will still be offering the same low cost shipping as usual.

We hope everyone is doing well and keeping safe.

The Team @ Smart Sprite

How much is shipping?

Shipping costs and details are on our shipping page.

What are your shipping and processing times?

Orders are processed within 1-3 business days, provided that the payment is cleared.  Shipping takes on average 3-7 days.

Products are sent by various carriers depending on the desintation. All shipments are tracked.

International Shipping

We accept orders from around the world. Delivery times vary depending on where the order is going.

In some instances, the delivery may take longer than the above described standard shipping times.  Most of these delays are due to the international customs processing that we cannot control. If your order takes too long to arrive, please contact us immediately and we will help you to solve this problem.

Where can I find my tracking number?

When your order is shipped, you should receive an automatic notification from the system via email providing you with a tracking number. 

If you haven’t received one, please contact us and we’ll get this over to you swiftly.

Where do you ship from?

We ship from various logistics centres in the USA and Asia dependent on the products ordered.

My order still hasn't arrived. Where is it?

We provide a tracking number for all orders once they are processed, so you can track where it is.

In some instances, the delivery may take longer than the above described standard shipping times.  Most of these delays are due to the international customs processing that we cannot control. If your order takes too long to arrive, please contact us immediately and we will help you to solve this problem.

What countries do you ship to?

We ship to all countries around the world with modern postal systems.

Will there be duties/taxes on my package?

Our customers rarely receive duty/extra charges upon import. With that said every country reserves the right to charge tax on any imports, which is entirely out of our control. We cannot accept liability for these charges.

Will my items all arrive in the same package?

Where possible, orders are packaged and sent together. If we're having stock issues with an item in your order, we may send that item out separately/later to avoid further delays.

Is my payment information safe?

Yes, it is secure! Smart Sprite do NOT store any credit card information. All payment information is encrypted and processed through our payment processor, Stripe, the most reliable online payment solution on the Web.

The only information we keep is your name, e-mail address, telephone number, address and order details for the purposes of fulfulling your order.

What currency are payments made in?

All transactions are in US Dollars (USD).

I want to cancel my order. What should I do?

Don't worry if you've changed your mind after you're placed your order. As long as we haven't processed your order, we can provide an immediate refund. 

Please just contact us as soon as possible.

What happens if I have to change my order?

Don't worry if you've changed your mind after you're placed your order. As long as we haven't processed your order, we can update your order are required.

Please just contact us as soon as possible.

What is your returns policy?

We offer a 30 day no-hassle exchanges and refunds policy. If you recieve your item and aren’t completely happy with it then please just send us an email along with your order ID number and information about the product you’d like to exchange or refund.

Please view our full returns and exchange policy here.

Do you accept exchanges?

Yes! We offer a 30 day no-hassle exchanges and refunds policy. If you recieve your item and aren’t completely happy with it then please just send us an email along with your order ID number and information about the product you’d like to exchange or refund.

Please view our full returns and exchange policy here.

The product I received is not the correct size

If the product does not fit, we are happy to exchange it for a different size.

Our products confirm to standard USA sizing measurements. Please ensure you carefully review the sizing chart on each product page before placing your order. 

I've received damaged or incorrect products

Please let us know as soon as possible to we can sort this out. We have a satisfaction guarantee. So whether it's out fault or the courier's fault we'll work to sort this out. 

Email us

Write us

Miss Serenity (Epic Ice Cream Limited)
7/651 Whangaparaoa rd
Auckland 0932
New Zealand